Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today.

Customer Service 188

Customer Service Consulting Wait Times Customers 188

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 240

Customer Service Chatbots Banking Customers 240

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. More likely than not, if you’re reading this article, you’ve probably made online purchases.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 165

Customer Service Chatbots Knowledge Base System 165

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. A Chatbot to Help Mortgage Applications .

Chatbots 156

Chatbots Examples Customer Service Banking 156

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. Here are my top five picks from last week.

Customer Service 96

Customer Service Customer Centricity Retail B2C 96

Comm100

APRIL 26, 2022

These complications often make service delivery in the public sector far more complex than in the private sector – and yet there is still much more than can be done to improve government CX. Government phone support often sees citizens frustrated by long wait times and outdated systems.

Government 245

Government Omni-Channel Wait Times Software 245

Experience Investigators by 360Connext

JULY 6, 2021

For the sake of this article, we’ll simplify things by referring to the CX Team. Include any leader who will have direct accountability over the most likely actions required to improve the customer journey. This typically includes leaders from marketing, product development, customer success and customer service.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. This slows down resolution speed and leads to much longer wait times.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Comm100

NOVEMBER 2, 2022

Chatbots have steadily grown in popularity to become a key component of customer service today. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.

Chatbots 241

Chatbots Metrics Average Handle Time Wait Times 241

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

Customer Service 84

Customer Service Chatbots Effort Score Voice of Customer 84

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Many companies are finding it difficult to create a great customer experience due to getting and keeping good employees.

Customer Service 15

Customer Service Chief Customer Officer Automotive Retail 15

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Comm100

OCTOBER 25, 2021

Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers. In this article, we’ll explain why contact centers need digital transformation, and what steps you need to take to ensure a smooth and successful transition throughout your organization.

Contact Center 238

Contact Center Omni-Channel Knowledge Base Chatbots 238

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If not, this article could shed some light on why. My Comment: We are in the digital era of customer service.

Customer Service 14

Customer Service Rewards Programs Poor Customer Service Self Service 14

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. There is nothing wrong with that!

Customer Service 73

Customer Service Contact Center Average Handle Time Customer Service Strategies 73

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience is the way! My Comment: This is an important article. But where is its value?

Customer Service 78

Customer Service Contact Center Retail B2C 78

ShepHyken

NOVEMBER 27, 2020

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true.

Customer Experience 163

Customer Experience How To Wait Times Customers 163

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Self Service 130

Self Service Customer Service Strategy How To 130

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. Redefining the Customer Agent Experience.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. This slows down resolution speed and leads to much longer wait times.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Russel Lolacher

JUNE 15, 2021

“Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Listen to the audio or read the article.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. For example, an upward trend in Average Time in Queue (ATQ) suggests the staff struggles to minimize customer wait times.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Kayako

MARCH 18, 2019

While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. While there may be some that are very specific to your company (that have to do with your product or service), there are also several that are uniform across support.

Customer Service 139

Customer Service How To Policies Customers 139

Comm100

OCTOBER 18, 2018

Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle. When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service.

Customer Service 105

Customer Service Knowledge Base Wait Times Policies 105

Comm100

MAY 19, 2020

Improve customer service and loyalty. Discover customer pain points. Customer convenience. Phone support is how companies have traditionally been there for customers, but it can be very costly – both in terms of toll charges and person-per-hour costs. Improved Customer Service and Loyalty.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

CSM Magazine

JANUARY 15, 2024

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. Here are some more ways retail stores can cut the queues and reduce customer waiting time. The checkout queue was too long.

Wait Times 52

Wait Times Retail Self Service Loyalty Programs 52

BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. What Does AI Customer Service Look Like?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Comm100

MAY 16, 2021

According to research conducted by Aircall, 35% of respondents were willing to wait 30-60 seconds for a response via live chat, while only 4% were willing to wait more than 5 minutes. Long wait times are a CX killer, and even a couple of minutes can be too long. . Customers want and expect immediate attention.

Software 194

Software Social Media Knowledge Base Omni-Channel 194

Comm100

APRIL 12, 2022

For many local governments, this came in the form of customer service chatbots. However, although local government chatbots are proving popular among citizens, there still remains some hesitancy around service quality and cost. In any industry, the speed of customer support is crucial. Improving Student Support Services.

Government 147

Government Chatbots Wait Times Knowledge Base 147

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. This improved productivity means reduced wait times for members and increased capacity for credit unions.

Chatbots 222

Chatbots How To Omni-Channel e-support 222

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 154

Customer Experience Management Management Customer Experience Contact Center 154

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 8 Best Practices for Creating a Compelling Customer Experience by G. Here are my top five picks from last week.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12